Refund policy

Refund, Returns and Exchange Policy

Time frame for requesting a return or exchange

You have 30 calendar days from the receipt of the product to request a return or exchange. For this, it is essential that the product is in perfect condition.

Procedure for requesting a return or exchange

To process an exchange or return, you must send us an email to:
elegantcollectionart@gmail.com

Indicating:

• Reason for the return or exchange.
• Product you wish to return or exchange.
• Your complete details: full name, email address used for the order, and order number.
• Return shipping information: carrier name and tracking number.

Once the product is received, we will review its condition, and if it meets the requirements, we will proceed with the exchange or refund.

Conditions for exchange

• You can exchange for the same product.
• Exchange for a product of higher value, paying the corresponding difference.
• Exchange for a product of lower value, receiving a refund of the difference after the returned product is received.

Refund

The refund will be processed within a maximum of 7 business days from the receipt of the product at our warehouses.
Shipping costs are not refundable.
The cost of return shipping is borne by the customer.

Return location

Returns and exchanges must always be made to the same address where the initial shipment was made.

Special cases

1. Defective or damaged product

• You must notify us within a maximum of 2 calendar days from the receipt of the product.
• Send an email to elegantcollectionart@gmail.com with:
  • Product you want to return or exchange.
  • Full name, email address, and order number.
  • Photograph clearly showing the defect or damage.

Once the return is authorized, we will provide you with a prepaid label for you to send us the product at no cost to you.

After receiving the product, we will contact you so you can choose between:

• Exchange for the same product.
• Exchange for a product of higher value, paying the difference.
• Exchange for a product of lower value and refund of the difference.
• In case the product is out of stock, we will offer you another product of equal value or a full refund.

2. Order error

• Notify the error within a maximum of 2 calendar days from receipt.
• Send an email to elegantcollectionart@gmail.com with:
  • Product received by mistake and product you should have received.
  • Full name, email address, and order number.
  • Photograph of the product received by mistake.

Once the return is authorized, we will provide you with a prepaid label for you to return the product at no cost to you.

After receiving the product, we will contact you so you can choose between:

• Shipment of the correct product from your order.
• Exchange for another product of equal value if the correct one is out of stock.
• Exchange for a product of higher value, paying the difference.
• Exchange for a product of lower value with a refund of the difference.
• In case of a return, we will refund the total amount of the product.

Products not subject to return or exchange

• Personalized or custom-made items.
• Promotional, sale, or 'Outlet' products.

Conditions for accepting returns

Products must be in their original packaging and in the same condition as when they were shipped.
Returns or exchanges will not be accepted if:

• The product is dirty, used, or damaged by the customer.
• Any component or accessory is missing.

In these cases, no refund or exchange will be made, and the only possible solution will be a new shipment at the customer's expense.